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Customer Service Representative

Company: BlackHawk Industrial
Location: Rockford
Posted on: January 15, 2022

Job Description:


  • Personally exhibits, recruits and coaches associates consistent with Core Behaviors
  • Responsible for promoting culture of safety
  • Respond appropriately and in a timely manner to all customer and Account Manager incoming communications.
  • Analyze and assess customer needs completely and accurately with efficiency.
  • Work with suppliers and Account Managers to identify, source, and price appropriate product solutions and provide quotes for product solutions per OS ticket and other BHID response time guidelines.
  • Process customer orders, RMAs and GTOs and purchase material's to fill customer orders.
  • Review and maintain P21 portals daily for potential late orders, RMAs, items not on a PO and unapproved orders.
  • Recommend adjustments to inventory levels based on customer usage patterns and latest production outlooks/feedback by monitoring inventory levels.
  • Perform quarterly customer reviews with any customers with vending solutions to ensure we are stocking the appropriate inventory and levels.
  • Perform monthly inventory reconciliation for all consigned inventory locations using P21, CribMaster or AutoCrib and a physical count.
  • Identify and resolve root cause issues by working and communicating with responsible cross functional teams to minimize repetition of the original issue.
  • Develop a detailed working knowledge of Blackhawk policies, procedures and practices.
  • Maintain a deep understanding of the BHID systems (including P21, OS ticket, CribMaster, Autocrib, etc.), suppliers' systems/websites and usage of those systems.
  • Perform all work in accordance with the company prescribed ISO processes and procedures utilizing appropriate company systems.
    • Excellent written and verbal communications skills utilizing phone, email and instant message.
    • Excellent critical thinking skills to analyze and solve problems.
    • Diligent and detail oriented.
    • Ability to manage multiple tasks, shift gears to react to urgent scenarios and meet daily deadlines.
    • Proficient in and comfortable with basic computer operation. Ability to learn new software programs as a user.
    • Ability to learn and apply experience with vending platforms (CribMaster, Autocrib, etc.)
    • Experience in industrial field, B2B sales and/customer service.
      • High school diploma or equivalent required.
      • Minimum 1 year previous experience in customer service or inside sales preferred.
      • Experience in cutting tools, abrasives and MRO areas preferred.
      • Experience with Microsoft office suite required.
        • 401K Plan and Company Match Medical
        • Dental and Vision Insurance
        • Company paid Long Term and Short Term Disability
        • Life Insurance
        • Paid Time Off

          • BlackHawk Industrial is an Equal Opportunity Employer

Keywords: BlackHawk Industrial, Rockford , Customer Service Representative, Sales , Rockford, Illinois

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